Update a Remote Hands Request

Update a Remote Hands requests within the CSM/FSM Configurable Workspace.

Avant de commencer

Plugins: Activate the following plugins before you use the Remote Hands Request Management feature.

• Customer service install base management (sn_install_base)
• Customer service with request management (sn_cs_sm_request)
• Remote Hands Request Management (sn_remote_hands)

Role required: Remote hands agent (sn_remote_hands_agent)

Pourquoi et quand exécuter cette tâche

The following procedure enables Remote Hands Agents to review the submitted case, update the case record, view case summarization, and more from the CSM/FSM Configurable Workspace.

Procédure

1. Navigate to Workspaces > CSM/FSM Configurable Workspace..
2. Select the list icon ().
3. Select the Remote Hands Cases.
4. Select from the options displayed:
   • My Cases: View all your Remote Hands cases assigned to you.
   • My Open: Active cases with open status assigned to the logged in agent working on the case is displayed
   • All: View all Remote Hands cases in the system
5. Select a case record to open and review the case details.

   The case record fields are automatically populated with values submitted by the customers through the Remote Hands request form in the Customer Service Management (CSM) portal.

6. Select Summarize

   To learn more see Generate summary for remote hands case record

   You can further modify case fields. Add Work Notes for customers to view, update the state and close the case.